How Koleje Małopolskie automated IT equipment management and service requests

Koleje Małopolskie implemented the OXARI platform to gain control over the dynamically growing number of requests and to structure the inventory process. For organizations with extensive IT infrastructure, this is a model example of how to simplify daily operations and save time.

Koleje Małopolskie

Koleje Małopolskie is a Polish multimodal carrier operating in the public utility sector. The company provides regional and interregional passenger transport by rail, developing modern railway services in the Małopolska region. Its mission is to increase service frequency, improve travel comfort, integrate public transport, and adapt infrastructure to the needs of people with reduced mobility.

However, alongside the dynamic development of the organization, a clear need emerged: organizing and centralizing IT processes. The growing number of service requests, dispersed assets, and lack of complete records began to generate problems that could threaten the smooth operation of the entire organization.

Why was change necessary? A natural step toward IT maturity

As Koleje Małopolskie expanded its operations, the complexity of its technological environment grew as well. An increasing number of devices, users, and processes meant that previously effective solutions were no longer sufficient.

The IT team needed tools that would be scalable and allow them to work faster, more effectively, and with greater precision—especially in areas that were becoming strategically important for the whole organization. The key goals were organizing assets, ensuring efficient request handling, and enabling remote support for employees regardless of their location.

Instead of waiting for a crisis, Koleje Małopolskie chose to act proactively—implementing solutions that not only improved daily operations but also prepared the organization for further growth.

The three main priority areas in the transformation were:

• IT asset management – the need to organize and monitor an increasing number of devices and licenses. Introducing a unified system enabled real-time insight into inventory, better purchase planning, and reduced risks associated with incomplete documentation.
• Service request handling – understood as the need to ensure fast, structured communication between users and the IT department. With the implementation of the Service Desk system, the entire process—from request submission to resolution—became standardized, shortening response times and improving work comfort.
• Remote support for a distributed team – addressing challenges related to the mobile nature of work and the geographical dispersion of users. New solutions enabled effective technical support at a distance, without requiring specialists to be physically present at each location.

How did the implementation proceed?

After thoroughly analyzing the needs of Koleje Małopolskie, the decision was made to implement the OXARI platform—a solution offering flexibility, scalability, and alignment with the real challenges of the IT department. The key to success was not only choosing the right modules but also planning the sequence of activities and ensuring close cooperation between project teams.

The process was divided into stages addressing the organization’s most urgent needs:

Starting with the most critical modules – the first step was launching the Service Desk and Asset Management modules, which immediately improved the management of requests and resources. The IT department gained tools for ongoing control, and users received a clear procedure for reporting issues.

Strengthening the information infrastructure – the next stage was implementing the CMDB, which enabled the creation of a central knowledge base about the IT infrastructure, its components, and interdependencies. This significantly enhanced planning, diagnostics, and optimization.

Automation of internal processes – the platform was expanded with the Workflow module, which made it possible to organize and accelerate internal procedures such as purchase requests, access approvals, and other formal processes.

User training – in parallel with the implementation, training sessions were conducted for the IT team. This allowed for smooth adoption of new features in daily work and reduced the number of issues typical during a transition period.

What results did the OXARI implementation bring?

Introducing a unified IT management system covered both the infrastructure and communication with users, bringing benefits to the organization’s daily operations:

Greater operational efficiency – thanks to the automation of IT processes and asset management through the Asset Management and CMDB modules. The IT department gained full visibility of the infrastructure and streamlined daily activities.

Faster and more predictable request resolution – made possible by centralized communication and the integration of the Service Desk with the Knowledge Base. Users receive support faster, and the IT team has a clear workflow and complete request history.

Secure software management – implementing license tracking minimized legal and financial risks, eliminating issues related to unauthorized software.

Better transparency and reporting – data available in one place makes it easier to analyze workloads, plan investments, and report IT activities to the organization.

Want to achieve similar results in your organization?

The experience of Koleje Małopolskie shows that organizing IT processes and implementing tools tailored to real needs can relieve the team, improve service quality, and increase operational safety.

OXARI is a solution that can be configured flexibly, whether you need to organize asset records, shorten response times to requests, or increase license compliance.

If you want to learn how such an implementation could look in your organization, contact us. We will show you specific capabilities and help tailor the solution to your environment.